Job Description

Solution Architect (Contact Center) Exp:9-16(P1) Location: Bangalore/Chennai/Hyderabad/Pune Notice Period: Immediate to 30days Establishing the technical roadmap for the platform or capability strategy and lifecycle that considers value-based outcomes, costs to maintain, supportability, and performance. Ensuring sound integration, data, security, and business architecture design throughout all stages within the platform or capability lifecycle. Providing the rapid delivery and development of technical solutions that align with business and/or platform outcomes. Providing technical leadership for internal and external audits, disaster recovery, ongoing operations, production support, third-party development or implementation services, contract negotiations, and business interactions related to platform or capability systems and services. Troubleshooting and resolving technical issues related to platform or capability systems, solutions, and services. Innovating and/or driving the continuous improvements of implementation methodology and technical service offerings based on customer/employee experiences or other enterprise objectives/outcomes. Actively participating in a Community of Interest for engineers across all capability and platform teams to share information and strengthen understanding of business needs and technology-based business solutions. Developing and maintaining deep technical knowledge and expertise related to domain area systems, solutions, services and applications. Qualifications Bachelor\'s degree or equivalent in Information Technology, Computer Science, Engineering or related field. Certification in contact center Genesys will be an added advantage. 6-10 years of IT experience with applied knowledge of Contact center technical architecture/ Transformation. 5-7 years of experience with Computer Telephony Integration (CTI) and in Genesys contact center like Engage, Pure Engage Cloud, Pure Cloud products. Must have experience architecting solutions using Genesys Engage Platform (On-Prem) Skilled in Apex, Lightning Web Components, Visualforce, HTML, JavaScript, SOQL, SQL, and Integration knowledge. Experience in enterprise practices and standards, cloud technologies, and platform integration of contact center products. Skilled in integrating IVRs with various technologies like payment gateways, CRMs, ticketing system etc. Technical or solution architecture experience with projects using Agile and other iterative approaches. Must possess strong and deep knowledge of contact center fundamental and adjoining systems like SIP etc. Must have experience in architecting at least 2 major transformation projects of contact center products. Must have experience in contact center operations/application maintenance. Genesys Application maintenance:L2 Exp:7-9(U4) Location: Bangalore/Chennai/Hyderabad/Pune Notice Period: Immediate to 30days Contact Center Product Skills Genesys 8.5.x Product suite Inbound voice URS, IRD, SIP server, GVP, Media servers Outbound voice Email Chat Reporting Infomart, Stat server Genesys agent desktop (Genesys SDK), WDE Genesys Desktop Edition Good working knowledge of linux operating systems Experience Required 5-12 years of experience in application maintenance of the Genesys engage systems. Must have operating knowledge of Genesys applications like IVR, IRD routing applications. Must have operating knowledge and troubleshooting experience of Genesys systems like URS, SIP server, Configuration server, configuration databases Must have Genesys Certifications on operations by the Genesys University. Must have experience in upgrading and troubleshooting product issue related to the Genesys Engage Products. Must have good experience in maintenance of the IVR infrastructure like resource manager, Media servers, Orchestration servers etc. Must have in depth knowledge of troubleshooting and maintenance of web servers like tomcat servers, weblogic etc. Must have in depth knowledge of troubleshooting issues using various logs like SIP, URS logs, Java logs etc. Must have worked with Chat Servers, email servers, classification server and contact servers for multimedia applications. Must have in depth knowledge of reporting servers like ICON, Stat Servers, CC Pulse etc. Must have worked in 1 major Genesys product upgrade project for a telecom companies Must have understanding of product characteristics and features of the Genesys Engage products Must have been in system maintenance for at least 2-3 telecom companies. Must be well versed of concepts about telecom industry. Genesys Developer Exp:6-10(U4) Location: Bangalore/Chennai/Hyderabad/Pune Notice Period: Immediate to 30days Experience in Routing strategy analysis, design, development and testing for both voice and multi-media (Email/chat/wats app). Experience in developing Routing strategy using IRD. Having wide range of technical experience in architecture definition and implementation of various Enterprise and voice-based systems. Extensive Experience in Genesys Framework 8.0/8.1/8.5, Inbound Voice, T-Server/SIP Server deployment & troubleshooting, Integration with various CRM applications such as salesforce, sieble. Routing designing and its troubleshooting, reporting knowledge. Extensive experience in Computer Technology Integration (CTI), Universal Routing Server (URS), IRD (GUI), T-Server, SIP Server, Stream Manager, Stat Server Experience in Enterprise Routing (URS) and Orchestration Platform. Knowledge in Genesys ORS routing, Orchestration Experience in creating, Developing & Deploying Routing Strategy using IRD based on the business requirement. Experience in the complete Software Development Life Cycle (SDLC). Highly motivated team player with excellent interpersonal, technical and communication skills Good analytical and debugging skills Genesys Pure engage, genesys pure engage connect, IRD, aaplication installation and configuration Main purpose of JD for routing is candidate should have hands on below: Design of routing flows using IRD. Development on routing strategies using IRD. Analysis on issues if occurred in routing by troubleshooting URS logs. Good to have knowledge on orchestration ORS app. SIP Engineer (Zabbix Agent & Kamailio SIP Router) Exp:7-9(U4) Location: Bangalore/Chennai/Hyderabad/Pune Notice Period: Immediate to 30days Technical Skills Experience in Protocol Testing SIP, VoIP,) Good Experience with CSCF, TAS, SIP Server Product. Knowledge on SIP Protocol (RFC 3261), RTP. Knowledge on end to end call flow (RFC5359) (Call hold, Call Forward, call parking, call conference etc.) Good Experience on T3C (Linux/Unix) proxy server and load balancer L2/L3 level Trouble shooting experience using wireshark traces Experience with Zabbix agent & Kamailio SIP router as Homer capture traces Good experience on implementation and configuration on Session Border Controller(Audio code/ACME) Experience Required 5-7 years of experience in SIP operations in a contact center environment. Must have worked in an environment where tools for SIP router and Zabbix are used Must have worked in network related projects mainly in SIP Must know how to configure and manage SIP routers and network monitoring tools Must have experience in working with SIP proxy servers and load balancing concepts for the SIP Must be well versed of concepts about telecom industry. Genesys Reporting And Database- Exp 9-12 yrs Location:Pune/Bangalore/Chennai/Hyderabad Notice Period: Immediate to 30days 1-:Knowledge in Genesys contact center solution 2-:Knowledge in Genesys real-time and historical reporting 3-:Genesys Reporting application ICON, Infomart .GI2 4-:Exp in writing Queries for Report Development 6-:Good In Knowledge in Oracle 7-:Should have good exp in Query optimization and fine tuning 8-:Good in writing scripts and Jobs 9-:Strong Knowledge of backup restore and recovery models 10-:Good Knowledge Genesys ETL jobs and troubleshooting Genesys L3 Support Exp 7-14 yrs Location:Pune/Bangalore/Chennai/Hyderabad Notice Period: Immediate to 30days Contact Center Product Skills Genesys 8.5.x Product suite Inbound voice URS, IRD, SIP server, GVP, Media servers Outbound voice Email Chat Reporting Infomart, Stat server Genesys agent desktop Genesys Desktop Edition Good working knowledge of linux systems Must be well versed with Remedy ticketing systems. Understanding of Nuance CXP systems German language proficiency will be added advantage Experience Required 5-12 years of experience in operations of the Genesys premise systems. Must have operating knowledge of Genesys applications like IVR, IRD routing applications. Must have operating knowledge and troubleshooting experience of Genesys systems like URS, SIP server, Configuration server, configuration databases Must have Genesys Certifications on operations by the Genesys University. Must have experience in troubleshooting and installing of hardware components on servers. Must have good experience in operations of the IVR infrastructure like resource manager, Media servers, Orchestration servers etc. Must have in depth knowledge of troubleshooting and operations of IVR call flows written in VXML. Must have in depth knowledge of troubleshooting and operations of web servers like tomcat servers, weblogic etc. Must have in depth knowledge of troubleshooting issues using various logs like SIP, URS logs, Java logs etc. Must have worked with Chat Servers, email servers, classification server and contact servers for multimedia applications. Must have in depth knowledge of reporting servers like ICON, Stat Servers, CC Pulse etc. Must have been in system operations for at least 2-3 telecom companies. Must be well versed of concepts about telecom industry. SIP Replacement: Verint/SBC: Exp 6-11 yrs Location:Pune/Bangalore/Chennai/Hyderabad Notice Period: Immediate to 30days Jd Technical Skills: Good Experience with Verint version 15.2 HFR 2021R1 integration between Genesys contact center. Good exposure in Verint Enterprise SIPREC call Recording Recorder Configuration and Administration. Hands on Experience on AudioCodes SBC VE version 7.2 Maintenance and troubleshooting tools (Syslog Viewer, Wireshark) Knowledge on SIP Protocol (RFC 3261), RTP. Knowledge on end to end call flow (RFC5359) (Call hold, Call Forward, call parking, call conference etc.) Familiar with WAN, LAN, DSL, ETHERNET etc. Knowledge of TCP/UDP, DNS, DHCP,SIP. Good Knowledge in Linux/Unix OS platform. Experience with Zabbix agent & Kamailio SIP router is an added advantage Experience Required 6-9 years of experience in SIP operations in a contact center environment. Must have worked in an environment where tools for SIP router and Zabbix are used. Must have worked in network related projects mainly in SIP Must know how to configure and manage SIP routers and network monitoring tools and SIP Homer. Must have experience in working with SIP proxy servers and load balancing concepts for the SIP Must be well versed of concepts about telecom industry. Need 6-15 years relevant exp If you are interested please share your updated CV to [HIDDEN TEXT]

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